Prevent Status from changing upon inbound message

RT Users
1

I am running RT 3.6.3.

I would like to maintain the status of the ticket when an email is
received into the ticket.

I have modified the ./lib/RT/Action/AutoOpen.pm

my $status = $self->TicketObj->Status;
return undef if $status eq ‘open’;
return undef if $status eq ‘new’ &&
$self->TransactionObj->IsInbound;

# the following lines were added
return undef if $status eq 'stalled' &&

$self->TransactionObj->IsInbound;
return undef if $status eq ‘resolved’ &&
$self->TransactionObj->IsInbound;
return undef if $status eq ‘rejected’ &&
$self->TransactionObj->IsInbound;
return undef if $status eq ‘deleted’ &&
$self->TransactionObj->IsInbound;

the webservice was re-started.

On a test RT system this works, and does not change the ticket status.
Applying the same on the production, fails. It does change the ticket
status from any one of:
stalled, resolved and rejected status
back to open status.

What else should I be looking at to make this work.

Kamber

2

maybe try the following contribition:

http://wiki.bestpractical.com/view/NonTransitioningStatus

worked fine for me an now I can choose which statusses get set back
to open on correspondance

Justin

Justin Hayes
Support Manager
justin.hayes@orbisuk.comOn 4 Jun 2007, at 14:56, Dalal, Kamber Z (Kamber) wrote:

I am running RT 3.6.3.

I would like to maintain the status of the ticket when an email is
received into the ticket.

I have modified the ./lib/RT/Action/AutoOpen.pm

my $status = $self->TicketObj->Status;
return undef if $status eq ‘open’;
return undef if $status eq ‘new’ && $self->TransactionObj-

IsInbound;

# the following lines were added
return undef if $status eq 'stalled' && $self->TransactionObj-

IsInbound;
return undef if $status eq ‘resolved’ && $self->TransactionObj-
IsInbound;
return undef if $status eq ‘rejected’ && $self->TransactionObj-
IsInbound;
return undef if $status eq ‘deleted’ && $self->TransactionObj-
IsInbound;

the webservice was re-started.

On a test RT system this works, and does not change the ticket
status. Applying the same on the production, fails. It does
change the ticket status from any one of:
stalled, resolved and rejected status
back to open status.

What else should I be looking at to make this work.

Kamber

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com